Customer Data & Experience Senior Lead (Sofia- Srebarna 16, BG)

Allianz
Sofia
Workplace: HybridFull timeFunction: DevOps, Cloud & InfrastructureExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Team development","Stakeholder collaboration","Strategic alignment"]

Lead Allianz Bulgaria’s newly established Customer Data & Experience unit, managing a small team and turning customer data and feedback into measurable improvements. Own NPS and Voice of Customer, design and optimize end-to-end customer journeys, and govern CRM data for accuracy and compliance. Build segmentation, analytics, and churn prediction models to drive proactive, targeted actions while collaborating across regional and group stakeholders to align strategy and budgets.

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FursaFursa
Allianz
Allianz
16 hours ago

Customer Data & Experience Senior Lead (Sofia- Srebarna 16, BG)

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead Allianz Bulgaria’s newly established Customer Data & Experience unit, managing a small team and turning customer data and feedback into measurable improvements. Own NPS and Voice of Customer, design and optimize end-to-end customer journeys, and govern CRM data for accuracy and compliance. Build segmentation, analytics, and churn prediction models to drive proactive, targeted actions while collaborating across regional and group stakeholders to align strategy and budgets.
Location: Sofia
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: DevOps, Cloud & Infrastructure
Seniority: Manager level

Key Responsibilities

  • •Lead Allianz Bulgaria’s Customer Data & Experience unit and manage/develop a team of up to four employees.
  • •Transform customer data and feedback into measurable improvements in loyalty, retention, and customer-centric decision-making.
  • •Own and grow the NPS and VoC program, closing the loop from feedback to action.
  • •Design and continuously improve end-to-end customer journeys across all touchpoints.
  • •Govern CRM data for accuracy, accessibility, and compliance, and build segmentation, analytics, and churn prediction models to drive targeted action.

Pay and Benefits

Perks:Annual BonusEquityPensionHealth Insurance

Key Requirements

  • •Bachelor’s degree in Business, Data Science, Economics or a related field; Master’s/MBA strongly preferred.
  • •5+ years in customer-facing roles, including 2+ years in a leadership role in CX/customer insight, data & analytics, or product/portfolio management.
  • •Proven experience building and leading small teams (3+ people) with a track record of upskilling and engagement.
  • •Experience designing and improving customer journeys and using customer listening/feedback to drive measurable improvements in loyalty and retention.
  • •Financial services experience preferred; CCXM, Google Analytics, or SQL/data analysis certifications are a plus.
Experience:5+ yearsFinancial services
Education:Bachelor's in Business, Data Science, Economics
Skills:LeadershipTeam developmentStakeholder collaborationStrategic alignment
Certifications:CCXMGoogle AnalyticsSQLData Analysis
Tech Stack:CRMNPSVoCGoogle AnalyticsSQL

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn